Unlock your potential by turning demand forecasts into action, improving case outcomes, and delivering executive-ready insights with clear impact.

As a Business Analysis Associate within the Disputes team in Consumer and Community Banking, you manage end-to-end inventory and case management performance in partnership with business and capacity planning partners. You translate demand forecasts into operational plans, maintain healthy work in progress levels, and drive improvements in throughput, quality, and cost. You own critical reporting, embed controls into change initiatives, and deliver clear, executive-ready insights for senior leaders.

Job Responsibilities:

Manage inventory and work-in-progress health by setting targets for backlog, aging, and throughput and leading regular reviews to prevent bottlenecks
Partner with capacity planning stakeholders to translate volume forecasts into staffing plans, shift coverage, work allocation, and overtime scenarios
Lead queue and case management performance by defining routing, prioritization, service levels, exception handling, and real-time rebalancing
Own disputes reporting by ensuring accuracy, completeness, timeliness, business logic, data lineage, and documentation
Validate and reconcile report inputs by investigating anomalies and resolving data discrepancies
Coordinate with analytics and technology teams to clarify requirements, prioritize enhancements, conduct user acceptance testing, and drive frontline adoption
Analyze business, financial, credit, and risk data to identify opportunities, assess implications, and recommend client-focused solutions
Drive process improvement and project initiatives from root-cause analysis through implementation, standardization, and automation
Design enhancements to processes, operating models, business applications, and toolsets to improve efficiency, controls, and client experience
Embed risk, regulatory, access, audit-trail, and change-management requirements into operational changes
Produce executive-ready dashboards and narratives that highlight trends, risks, decisions, actions, owners, and due dates

Required qualifications, skills, and capabilities:

Demonstrate experience in business analysis, operations, transformation, project management, or a related discipline
Manage inventory, work-in-progress, queues, service levels, and operational performance using defined targets and routines
Apply analytical skills to interpret data, identify root causes, and develop practical recommendations
Translate forecasts and business demand into staffing, capacity, and work-allocation plans
Define requirements that enable process or technology enhancements from concept through delivery
Support user acceptance testing and implementation activities to drive effective adoption
Communicate clearly in writing and verbally, including preparing concise materials for senior leaders
Prioritize multiple workstreams, make sound decisions, and deliver within deadlines
Influence stakeholders through collaboration, facilitation, and structured problem-solving
Uphold sound risk practices and data integrity while driving continuous improvement
Leverage reporting tools, workflow platforms, automation, and data visualization capabilities

Preferred qualifications, skills, and capabilities:

Bring a bachelor's degree or equivalent relevant experience, with exposure to data operations, disputes operations, or related banking operations
Own reports by validating data, documenting business logic, and resolving discrepancies
Apply capacity planning, forecasting, workforce allocation, or overtime management practices
Navigate risk management, controls, compliance, and regulatory requirements within a banking or financial services environment
Partner with analytics and technology teams in an Agile or backlog-driven environment
Support more than one Consumer and Community Banking Operations function or line of business
Demonstrate: Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational pr

Business Analysis Associate II